Five9 Cloud Contact Center Software


 

Five9 is used by call centers around the world to manage inbound, outbound, blended or multi-channel contact centers. 

It offers IVR with speech recognition, multi-channel ACD, predictive dialer and customer relationship management (CRM) integrations. It also features integrated workforce optimization capabilities and built-in call recording, agent scripting and quality monitoring components. 

Most call centers can be up and running in a matter of days, since agents only need Internet-ready computers and headsets to get started. And, Five9 can adapt to your changing business needs (seasonal demands, remote agents, peak call times etc.) and will scale with your business as it grows. 

 

Five9 Cloud Contact Center - Application portal
 
  • Five9 Cloud Contact Center - Application portal
    Application portal
  • Five9 Cloud Contact Center - IVR script designer
    IVR script designer
  • Five9 Cloud Contact Center - Supervisor real-time statistics
    Supervisor real-time statistics
  • Five9 Cloud Contact Center - Handled interactions
    Handled interactions
  • Five9 Cloud Contact Center - Email
    Email
  • Five9 Cloud Contact Center - Email interactions
    Email interactions
Supported Operating System(s):
Mac OS, Web browser (OS agnostic)

199 Reviews of Five9 Cloud Contact Center

 
Software Advice Reviews (77)
More Reviews (122)

Showing 1-20 of 77

from Jokusupplies
Specialty: Other services
Number of employees: 11-50 employees Employees number: 11-50 employees

Owner

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Reporting provided is superior to a lot of programs used. Very easy to manage call center from phone numbers, voicemail, routing, and different scripting and routing options.

 
 

from Thriveworks
Specialty: Healthcare / Medicine
Number of employees: 201-500 employees Employees number: 201-500 employees

Wow, What a difference Five9 Makes

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N/A

We've been using Five9 for almost two years. It's a fantastic tool. I love how customizable it is. The longer we use it, the better it gets. I'm really impressed with the features in Five9. You can set a ton of dispositions for inbound calls and can pull an amazing amount of data in the reporting features. I also love the fact that you can monitor calls, a feature that was not available in our previous system.

Pros

Reporting. Excellent analytics.

Cons

I wish you could set up extensions and voicemail accounts.

 
 

from Global transfers and acquisitions
Specialty: Telecommunications
Number of employees: 2-10 employees Employees number: 2-10 employees

Five9 review

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For the most part they are good. Just the prices are too high and they do not get back to you when they say they will..

Pros

Ease of use

Cons

Price and customer service is poor

 
 

from Local Splash
Specialty: Advertising

Great product and support!

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Functionality

Product Quality

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Value for Money

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Likes Best

The customer support is always available and have been able to solve any problem we have encountered.

Likes Least

I think the interface could use a redesign. Also, it would be nice if there was an option to click a number on any website and make a direct call.

Recommendations

I would recommend others to look into what data/reports they want to receive from the software.

 
 

from El Super
Specialty: Food / Beverage

perfect way of collecting data

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Functionality

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Value for Money

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Likes Best

It's seamless ability to not only make phone calls but the ability to store them. In my organization it is important to make sure we get the clients needs handled because we are a bulk industry.

Likes Least

it doesn't always integrate with our other products as easily we would like.

Recommendations

Be sure to evaluate all your needs before making this purchase.

 
 

from LocalSpl
Specialty: Advertising

Decent cloud contact center solution

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Functionality

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Value for Money

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Likes Best

Detailed data available. A lot of customizable reports. Multiple features for campaigns.

Likes Least

Expensive. Frequent service disruptions. You are on a contract.

Recommendations

Compare to many other available options. You may find another solution that would be cheaper.

 
 

from Level 4 Funding
Specialty: Financial Services

Try before you but to see it is a fit

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Likes Best

Easy to use, support was very helpful. The provided a free try and answered a lot of questions. I really like the system. One of the keys you Need to consider is the head set you use. Find a good wireless one that works well. My staff seems to like to roam when they talk and I've seen they wonder all around, including me.

Likes Least

Limited CRM. Their solution is that you buy Sales Force, which maybe a good idea. One of the limiting factors is to send emails to,customers while your talking to them, to send an email you have to end the call. Would be great if you could send email while talking and have an API to MailChimp or others.

Recommendations

Worked well during the trial, if you like it get it. Going to,look at a few others before we make a strategic decision

 
 

from JackThreads
Specialty: Retail

I help supervise a team of people using Five9.

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Likes Best

Integration with Zendesk is nice. The supervisor program is pretty great, especially being able to monitor calls on the fly.

Likes Least

Constantly, multiple times a day, I have to help get associates logged on. I probably spend 1-2 hours a day trouble shooting Five9 issues. The 2-4 week lag between Java updates and Five9 supporting them can create a lot of trouble for our team. Pulling calls for QA purposes is an absolute pain, pretty tedious.

Recommendations

It's a great product when it's working. Getting it to work can often be a hassle.

 
 

from JackThreads
Specialty: Retail

Only had problems occasionally, overall a great service for phones

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Likes Best

Easy to use, and easy to learn how to use properly with little training time

Likes Least

problems appear fairly often, but they are mostly easy to resolve

Recommendations

use customer support for any help you may need they have always been super helpful and willing to figure out any problem you may come upon

 
 

from JackThreads
Specialty: Retail

Welcome change from previous clients

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Likes Best

Most of all, I'm a fan of the integration with Zendesk. From a performance perspective, it focuses my team much more and allows for us to create a more focused KPI.

Likes Least

Many members of my team including myself have experienced a wave of technical issue recently that can be relatively handled with troubleshooting, but it appears that Java doesn't consistently play nice with our computers.

Recommendations

I think understanding your company's priorities are most important. For example, with a growing staff and limited resources, ease of use and integration into our systems were most important for us.

 
 

from JackThreads
Specialty: Retail

Could be a very solid product if it weren't build on Java.

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Likes Best

The integration with Zendesk generally works quickly and effectively.

Likes Least

The simple fact that they've built their entire system on an almost wholly obsolete plugin (Java). It doesn't run natively in most browsers (we use Chrome at work), so a desktop client has to be installed which plugs back in to a chrome tab. Unfortunately, this is plagued with constant crashes, timeouts, and so on. Worse still is that there is usually not any error messaging to indicate this, and it still appears to be functional within our Zendesk tabs.

Recommendations

While the product generally works okay, I would suggest comparing with similar options on the marketplace for a more robust desktop client or something built on HTML5.

 
 

from JackThreads
Specialty: Retail

Mallory Five9 Review

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Likes Best

The tool itself is very helpful in how dynamic the options are when on a call with a customer. There isn't anything the software can't do that I would need.

Likes Least

It seems Five9 needs reinstalled often. Also, the lag in being Java compatible with any new updates seems to cause friction with many computers when that releases. Also, agents do get "kicked off" often without knowing it. It seems hard to predict those type of nuances. Also, it would be nice to have an account manager to reach out to when these issues happened.

Recommendations

Make sure you have an in-house tech person to help troubleshoot the issues that pop up, sometimes consistently.

 
 

from JackThreads
Specialty: Retail

Five9 as an E-comm CS phone solution

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Likes Best

Integrates well with ZenDesk, allowing our associates to build and view a more complete view of the customer.

Likes Least

Reliance on Java updates can cause disruptions for associates whose devices haven't been updated yet.

Recommendations

Great ZenDesk integration, and solid options to work independently if the need arises.

 
 

from Sterling Academy
Specialty: Education

All in One VOIP Call Center and CRM

Ease-of-use

Functionality

Product Quality

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N/A

Likes Best

When you log into Five9 everything you need to start working is right there in front of you. The CRM with your customer/lead base is connected to the VOIP phone system. When the first lead/customer pops up, the phone automatically calls the lead for you. You can see all the lead information on your screen including past notes, and all relevant information. You can note the lead that you left a message or made the sale, etc. You can also transfer the lead/customer to another department if needed. The automated dialing system makes your sales reps much more productive than if they were simply told to call through their lead/customer list.

Likes Least

While automated dialing makes your sales reps more efficient, they may also be more likely to get burned out more easily because there is no break between hanging up from one call and the next call ringing in your ear. To help avoid this problem allow your sales reps to take a break and walk away from the dialer for a few minutes every 2-3 hours.

Recommendations

Five9 usually has a free brochure, demo and sometimes free trails to help you make sure their system is the best fit for your company. There all inclusive easy to download system also makes it very easy to employee agents that work from their home offices, eliminating the expense of keeping an actual call center building.

 
 

from Sterling Academy
Specialty: Education

All in One VOIP Call Center and CRM

Ease-of-use

Functionality

Product Quality

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

N/A

Likes Best

When you log into Five9 everything you need to start working is right there in front of you. The CRM with your customer/lead base is connected to the VOIP phone system. When the first lead/customer pops up, the phone automatically calls the lead for you. You can see all the lead information on your screen including past notes, and all relevant information. You can note the lead that you left a message or made the sale, etc. You can also transfer the lead/customer to another department if needed. The automated dialing system makes your sales reps much more productive than if they were simply told to call through their lead/customer list.

Likes Least

While automated dialing makes your sales reps more efficient, they may also be more likely to get burned out more easily because there is no break between hanging up from one call and the next call ringing in your ear. To help avoid this problem allow your sales reps to take a break and walk away from the dialer for a few minutes every 2-3 hours.

Recommendations

Five9 usually has a free brochure, demo and sometimes free trails to help you make sure their system is the best fit for your company. There all inclusive easy to download system also makes it very easy to employee agents that work from their home offices, eliminating the expense of keeping an actual call center building.

 
 

from Guidance Software
Specialty: Software / IT

This product is terrible in every way. It doesn't work.

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
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Product Quality
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Likes Best

Five-9 integrates with Salesforce, and allows you to click on the number and automatically dial a customer. Unfortunately this rarely works, and the software is full of bugs..

Likes Least

I spent two hours trying to configure Five-9 myself in vain. Once I finally called customer support, I sat on the phone for 30 minutes before I even found a rep to talk to. Despite being initially instructed to be up to date on my Java, i was then informed that I had a Java that was too new and not compatible. We did a screen share where it took him an additional HOUR to get my Five-9 configured, and after just one week I'm having issues getting my calling station identified and I've lost the ability to do a click-to-call.

Also, My colleagues will often call through Five-9 and end being inserted into other peoples conversations. This is obviously extremely disruptive to everyone's sales process.

Basically the tool is completely useless at this point.

Recommendations

Don't buy it! If you do buy it, make your IT department install and debug the solution before you give it to your sales force!

I have wasted tons of my selling time dealing with technical issues. I don't know of a single sales associate in my org that likes this tool

 
 

from Guidance Software
Specialty: Software / IT

This product is terrible in every way. It doesn't work.

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

Five-9 integrates with Salesforce, and allows you to click on the number and automatically dial a customer. Unfortunately this rarely works, and the software is full of bugs..

Likes Least

I spent two hours trying to configure Five-9 myself in vain. Once I finally called customer support, I sat on the phone for 30 minutes before I even found a rep to talk to. Despite being initially instructed to be up to date on my Java, i was then informed that I had a Java that was too new and not compatible. We did a screen share where it took him an additional HOUR to get my Five-9 configured, and after just one week I'm having issues getting my calling station identified and I've lost the ability to do a click-to-call.

Also, My colleagues will often call through Five-9 and end being inserted into other peoples conversations. This is obviously extremely disruptive to everyone's sales process.

Basically the tool is completely useless at this point.

Recommendations

Don't buy it! If you do buy it, make your IT department install and debug the solution before you give it to your sales force!

I have wasted tons of my selling time dealing with technical issues. I don't know of a single sales associate in my org that likes this tool

 
 

from Nations Insurance Solutions
Specialty: Insurance

Nations Insurance Solution Survey

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

The system is very easy to maneuver. The tech support team is awesome! Everyone is willing to work together. It is like having a true partner.

Likes Least

We use the Agent Desktop Kit and the Java does not work well. Too many times we have to relaunch the dialer. I don't like that the data is purged so often. I have to create many scheduled reports so it is not lost for good.

Recommendations

I have looked at many dialers over the years and have used others. The Five9 dialer is a much better system and the reporting is good.

 
 

from Nations Insurance Solutions
Specialty: Insurance

Nations Insurance Solution Survey

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

The system is very easy to maneuver. The tech support team is awesome! Everyone is willing to work together. It is like having a true partner.

Likes Least

We use the Agent Desktop Kit and the Java does not work well. Too many times we have to relaunch the dialer. I don't like that the data is purged so often. I have to create many scheduled reports so it is not lost for good.

Recommendations

I have looked at many dialers over the years and have used others. The Five9 dialer is a much better system and the reporting is good.

 
 

from EnerCom Inc
Specialty: Energy

Simple but full-featured; integrated CRM; great for outbound campaigns

Ease-of-use

Functionality

Product Quality

Customer Support

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Likes Best

Using Five9's calling and administrative features is very straightforward. Five9's software provides all the bells and whistles in an easy to use package. The integrated CRM is great for outbound campaigns using preview or predictive dialing.

Likes Least

Accessing some of the integrated CRM information can be a little bit difficult, but Five9's robust reporting system works around this limitation.

Recommendations

Compare features and price. If you're not married to SalesForce, Five9 is the best value out there.

 
 
 
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